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Customer Experience Representative - Remote - Las Vegas - Multiple Shifts

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Posted 2 months ago United States Salary undisclosed
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Job Description

Customer Experience Representative - Multiple Shifts

Shifts/Hours Available:
  • 1 position: Saturday-Wednesday (OFF Thurs/Fri), 6AM-2:30PM PST
  • 1 position: Friday-Tuesday (OFF Wed/Thurs), 6AM-2:30PM PST
  • 1 position: Friday-Tuesday (OFF Wed/Thurs), 10:30AM-7PM PST
Work Location: REMOTE - 100% work from home

You'll be working alongside our Customer Service team to provide a wholesome, enjoyable experience for all of our online visitors and customers. Responsible for the timely resolution of all questions, comments and issues, our Customer Care reps will handle incoming contacts through multiple channels and cover a variety of scenarios.

Responsibilities:
  • Learn the basics of our customer service operations
  • Making changes to customer orders and profiles
  • Investigating problems by researching order history and troubleshooting
  • Knowledgeable about our services and product offering
  • Walk customers through site navigation, including checkout and product search
  • Respond to a high volume of inbound phone and email contacts
  • From order changes to order cancellations, your responsibilities cover a vast range of subjects and requests
  • Attempt to save every cancellation request we get, using the tools provided in our platforms
  • Performance is rated based on your cancellation saves performance, quality scores, handle time and attendance
  • Report bugs, issues and suggestions whenever necessary using proper syntax
  • Participate in product and brand training sessions (in office) to advance your product knowledge
Qualifications:
  • Minimum of 2 years of customer service experience
  • 1-2 years sales experience strongly preferred
  • Experience working in the pet industry is a plus
  • Strong written and oral communication skills with a personable, patient demeanor - our reps should make the customer feel like they are talking to a knowledgeable fellow pet owner who cares about their pet's needs.
  • Strong and intuitive computer skills; our system requires multitasking between a few different platforms with speed and efficiency. 50 wpm minimum.
  • Legitimate ability to multi-task is required; we navigate multiple screens and systems on each contact and speed and proficiency is a must
  • A genuine love for animals. To communicate with our customers well, you must understand the pet owner's perspective. Providing great experiences starts with understanding the underlying emotion felt by the customer
INDPPFS